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Question 329 - CSCP discussion

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Customer relationship management (CRM) provides the sales and customer service functions with:

A.
on-hand inventory balance for goods experiencing an increase in demand
Answers
A.
on-hand inventory balance for goods experiencing an increase in demand
B.
shipment history, promotional programs, and order status for specific products
Answers
B.
shipment history, promotional programs, and order status for specific products
C.
master production schedule (MPS) details for upcoming customer orders
Answers
C.
master production schedule (MPS) details for upcoming customer orders
D.
customer and market segments for logistics planning
Answers
D.
customer and market segments for logistics planning
Suggested answer: B

Explanation:

Customer Relationship Management (CRM) systems provide sales and customer service functions with vital information to enhance customer interactions and support:

Shipment History: Access to past shipment data helps in understanding delivery patterns and addressing customer inquiries.

Promotional Programs: Information on promotions aids in upselling and cross-selling efforts.

Order Status: Real-time order status updates help in providing accurate information to customers about their purchases.

Options A (on-hand inventory balance), C (master production schedule details), and D (customer and market segments) are more relevant to inventory management and logistics planning rather than the primary focus of CRM.

'Customer Relationship Management: Concept, Strategy, and Tools' by V. Kumar and Werner Reinartz

Gartner CRM Reports

asked 16/09/2024
Stian Godoe
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